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very.co.uk | Faulty Goods Nightmare
mikedegg
Posts: 3 Newbie
Firstly hello all, I am having fun and games with very.co.uk , first off i thought they were fantastic, ordered my first item, missus found a new sofa that she wanted, happy days...
That was until it arrived damaged, the back of the one sofa was caved in, the frame itself. So as you do, contacted them, was told i would be having it collected and replaced the same day later that month (14/4/10), fair enough, i can deal with that.
1 Week later, i receive a phone call from the Home Delivery Network, your item will be collected on the 9th April, brilliant i thought, i asked to confirm the replacement, was told there was no replacement on system and that they wouldn't do that anyway.
Again i email, only to be told that a collection would be made, wait 14 days to credit account, then to re-order, wait 14 days for replacement, a MONTH with out furniture, not a happy bunny, i emailed the below letter, what do you all think...
:: THE LAST EMAIL I SENT ::
Dear Very,
Forward this message to the manager.
Firstly I have to say that I am very disappointed, not to mention angry and very dissatisfied.
I feel as though I need to point out a few things, as well as quoting information I have been told in email, of which I have kept.
On the 15th of March I had placed an order for a ‘Odessa 2.5 plus 2 seater UI00118’ with promotion codes to pay next year as well as a discount, meaning I was to pay £347.15 including delivery, I was very happy.
Until the sofa arrived at my home damaged, I therefore contacted you; Luana Woodcock then contacted me telling me that collection of the faulty goods will be replaced the same day, below email.
‘‘I apologise for any inconvenience caused, I have now arranged for a replacement order for the same item (UI001) for you and also arranged a collection, the earliest dat e available is showing 14.04.10 for collection and replacement. I have put this on buy now pay later as the previous order and also added the discount, however automatically we are unable to adjust the price for you, but when you receive the item we will be able to reduce the price as your original item. Please let us know once received and we will adjust this for you.
If you have any further questions, just let me know - I'll be happy to help you.
Kind Regards
Luana Woodcock’’
I had since booked the time of work for that date, I was left satisfied that Very was doing the right thing, that was until I had a phone call from Very telling me that collection of the sofas will be made on the 9th, I asked about replacement to confirm, no record of this was on the persons system and told me point blank it was not ordered and would not happen.
I therefore emailed yourselves again to reiterate what had been arranged with myself regarding the collection and replacement, I was again emailed this time telling me a collection will be made and that it would take up to 14 days for the credit to show before I could even thing about having a replacement, of then it would takeanother 14 days before I had my replacement, this would mean I would be without furniture for a MONTH!
Explain to me why I have been lied to? Also what are you going to do about it?
So far I have been lied to, given damaged goods, and now my family will without seating for a month!!
I would like this sorted, this means a replacement immediately, compensation of some sort as this has not even been offered yet, a real apology, and not a simple template apology, one off a hierarchy manager.
If I am not happy with your response within the next 12 hours I shall be contacting the Office of Fair Trading, and any other governing body that is necessary, I may also contact the BBC Watchdog team.
I hope it does not come to this, contact me in the next 12 hours by email.
Regards
Mr M Degg
That was until it arrived damaged, the back of the one sofa was caved in, the frame itself. So as you do, contacted them, was told i would be having it collected and replaced the same day later that month (14/4/10), fair enough, i can deal with that.
1 Week later, i receive a phone call from the Home Delivery Network, your item will be collected on the 9th April, brilliant i thought, i asked to confirm the replacement, was told there was no replacement on system and that they wouldn't do that anyway.
Again i email, only to be told that a collection would be made, wait 14 days to credit account, then to re-order, wait 14 days for replacement, a MONTH with out furniture, not a happy bunny, i emailed the below letter, what do you all think...
:: THE LAST EMAIL I SENT ::
Dear Very,
Forward this message to the manager.
Firstly I have to say that I am very disappointed, not to mention angry and very dissatisfied.
I feel as though I need to point out a few things, as well as quoting information I have been told in email, of which I have kept.
On the 15th of March I had placed an order for a ‘Odessa 2.5 plus 2 seater UI00118’ with promotion codes to pay next year as well as a discount, meaning I was to pay £347.15 including delivery, I was very happy.
Until the sofa arrived at my home damaged, I therefore contacted you; Luana Woodcock then contacted me telling me that collection of the faulty goods will be replaced the same day, below email.
‘‘I apologise for any inconvenience caused, I have now arranged for a replacement order for the same item (UI001) for you and also arranged a collection, the earliest dat e available is showing 14.04.10 for collection and replacement. I have put this on buy now pay later as the previous order and also added the discount, however automatically we are unable to adjust the price for you, but when you receive the item we will be able to reduce the price as your original item. Please let us know once received and we will adjust this for you.
If you have any further questions, just let me know - I'll be happy to help you.
Kind Regards
Luana Woodcock’’
I had since booked the time of work for that date, I was left satisfied that Very was doing the right thing, that was until I had a phone call from Very telling me that collection of the sofas will be made on the 9th, I asked about replacement to confirm, no record of this was on the persons system and told me point blank it was not ordered and would not happen.
I therefore emailed yourselves again to reiterate what had been arranged with myself regarding the collection and replacement, I was again emailed this time telling me a collection will be made and that it would take up to 14 days for the credit to show before I could even thing about having a replacement, of then it would takeanother 14 days before I had my replacement, this would mean I would be without furniture for a MONTH!
Explain to me why I have been lied to? Also what are you going to do about it?
So far I have been lied to, given damaged goods, and now my family will without seating for a month!!
I would like this sorted, this means a replacement immediately, compensation of some sort as this has not even been offered yet, a real apology, and not a simple template apology, one off a hierarchy manager.
If I am not happy with your response within the next 12 hours I shall be contacting the Office of Fair Trading, and any other governing body that is necessary, I may also contact the BBC Watchdog team.
I hope it does not come to this, contact me in the next 12 hours by email.
Regards
Mr M Degg
0
Comments
-
Hi Mike,
I actually work for Very.co.uk and would like to pass this matter on to our Director's Office. If you could email your contact details to [EMAIL="network@veryhq.co.uk"]network@veryhq.co.uk[/EMAIL] then we can investigate this matter for you.
Please be assured that this incident does not meet our usual high standards.
Many thanks
Leanne, Very.co.uk0 -
Leanne1982 wrote: »Hi Mike,
I actually work for Very.co.uk and would like to pass this matter on to our Director's Office. If you could email your contact details to [EMAIL="network@veryhq.co.uk"]network@veryhq.co.uk[/EMAIL] then we can investigate this matter for you.
Please be assured that this incident does not meet our usual high standards.
Many thanks
Leanne, Very.co.uk
Leanne ...
The OP appears to have asked the delivery company about his new re-ordered product - they wouldn't anything about it ....??
I would ask, has he spoken to yourselves, as I am bit confused by his post.
MarkWe’ve had to remove your signature. Please check the Forum Rules if you’re unsure why it’s been removed and, if still unsure, email forumteam@moneysavingexpert.com0 -
Leanne ...
The OP appears to have asked the delivery company about his new re-ordered product - they wouldn't anything about it ....??
I would ask, has he spoken to yourselves, as I am bit confused by his post.
Mark
Hi Mark , it was both party's that i spoke to (Very & Delivery - All part and parcel of same firm) , sorry you were confused by my post.
Hi Leanne, Thanks for the response, will email now.
Regards0 -
Hi Mark , it was both party's that i spoke to (Very & Delivery - All part and parcel of same firm) , sorry you were confused by my post.
Hi Leanne, Thanks for the response, will email now.
Regards
Hi,
Not sure I understand you - Home Delivery Network are nothing to do with Very - I would forget & only deal with Very -
MarkWe’ve had to remove your signature. Please check the Forum Rules if you’re unsure why it’s been removed and, if still unsure, email forumteam@moneysavingexpert.com0 -
Hi,
Not sure I understand you - Home Delivery Network are nothing to do with Very - I would forget & only deal with Very -
Mark
I understand that, I have been dealing with Very, the only communications with the HDN was regarding collection of the faulty goods and to say they had nothing on there system that a replacement was to be delivered.0 -
I understand that, I have been dealing with Very, the only communications with the HDN was regarding collection of the faulty goods and to say they had nothing on there system that a replacement was to be delivered.
Sorry Mike ... its me being stupid - I thought that you were complaining to HDN about the lack of an order .....
MarkWe’ve had to remove your signature. Please check the Forum Rules if you’re unsure why it’s been removed and, if still unsure, email forumteam@moneysavingexpert.com0
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